Akeeba Ticket System User's Guide

Nicholas K. Dionysopoulos

AkeebaBackup.com

Permission is granted to copy, distribute and/or modify this document under the terms of the GNU Free Documentation License, Version 1.3 or any later version published by the Free Software Foundation; with no Invariant Sections, no Front-Cover Texts, and no Back-Cover Texts. A copy of the license can be found on-line at http://www.gnu.org/licenses/fdl.html.

Abstract

This book covers the use of the Akeeba Ticket System component which allows you to easily create a support ticket system area in your Joomla!™-powered web site.


Table of Contents

I. User's Guide
1. Introduction and installation
Introducing Akeeba Ticket System
Requirements and compatibility
Installing Akeeba Ticket System
Installing or manually updating the component and language files
Install from URL
Upload and install.
Manual installation
Upgrading from Core to Professional
Automatic updates
Entering your Download ID
Requesting support and reporting bugs
Uninstallation
2. Overview and Quick Setup
Overview
Quick Setup
3. The Component
The Control Panel page
Options
Custom fields
Categories
Tickets
Editing a ticket
Canned Replies
Credits
Email Templates
Editing e-mail templates
E-mail Keys
Allowed variables in e-mails
Off-line schedule
Auto-replies
User tagging
Buckets
Guest tickets
The menu item types
Front-end ticket management for support staff
Customising the front-end layout
Custom module positions in the front-end
4. The plugins
The "ats" plugins
Akeeba Subscriptions 4 / 5 integration
Joomla! User Groups integration
Alpha User Points integration
Custom fields
Gravatar integration
EasySocial avatar integration
New post notification emails
Social "Like" buttons
GeoLocation support
The "finder" plugins
Akeeba Ticket System
The "search" plugins
Akeeba Ticket System
The "system" plugins
Akeeba Ticket System reply by email
The "user" plugins
Akeeba Ticket System
5. CRON scripts
Setting up CRON jobs, in general
Automatically close tickets
Fetch e-mail for replies and new tickets
Remove attachments
Automatic reply bot
The CLI update notification and automatic update script
II. Appendices
A. GNU Free Documentation License

 #32511: Editing an existing ticket and adding a external file to it

Closed
Latest post by steph38 on Monday, 24 February 2020 03:13 CST Created on Wednesday, 19 February 2020 05:47 CST by steph38

 #32310: View time spent in forntend ticket

Closed
Latest post by maxsoftware on Saturday, 22 February 2020 17:17 CST Created on Wednesday, 22 January 2020 15:53 CST by maxsoftware

 #32475: status of a ticket

Pending
Latest post by nicholas on Friday, 14 February 2020 01:15 CST Created on Thursday, 13 February 2020 04:09 CST by stimulus

 #32210: Get category information

Closed
Latest post by maka45 on Wednesday, 05 February 2020 17:17 CST Created on Saturday, 04 January 2020 06:37 CST by maka45

 #32201: Php 7.4.1 => Deprecated: Function get_magic_quotes_gpc() is .../...

Closed
Latest post by Teophile on Sunday, 02 February 2020 17:17 CST Created on Friday, 03 January 2020 07:55 CST by Teophile

 #32197: Change autoclose inactive ticket e-mail text

Closed
Latest post by bindcommerce on Sunday, 02 February 2020 17:17 CST Created on Friday, 03 January 2020 04:24 CST by bindcommerce

 #32097: Invalid URL used when setting ticket status, missing

Closed
Latest post by weeblr on Thursday, 09 January 2020 17:17 CST Created on Thursday, 05 December 2019 12:06 CST by weeblr

 #32211: Error after update "EmailCheck could not fetch column list for the table #__ats_emailchecks"

Closed
Latest post by nicholas on Tuesday, 07 January 2020 00:08 CST Created on Saturday, 04 January 2020 07:12 CST by maka45

 #32051: Cannot validate Google gmail certificates

Closed
Latest post by weeblr on Saturday, 28 December 2019 17:17 CST Created on Wednesday, 27 November 2019 13:12 CST by weeblr

 #32048: Issue with reply by email

Closed
Latest post by weeblr on Saturday, 28 December 2019 17:17 CST Created on Wednesday, 27 November 2019 12:22 CST by weeblr

 #32049: Suppress postNotifiable when importing

Closed
Latest post by weeblr on Thursday, 28 November 2019 01:41 CST Created on Wednesday, 27 November 2019 12:46 CST by weeblr

 #31910: ticket number reseting

Closed
Latest post by steph38 on Saturday, 23 November 2019 17:17 CST Created on Thursday, 24 October 2019 04:03 CDT by steph38

 #32027: change default setting for priority

Closed
Latest post by brianlisle on Friday, 22 November 2019 09:50 CST Created on Thursday, 21 November 2019 10:35 CST by brianlisle

 #31741: Custom Fields - edit in Frontend

Closed
Latest post by sndg on Friday, 11 October 2019 17:17 CDT Created on Tuesday, 10 September 2019 08:38 CDT by sndg

 #31673: System Not sending emails

Closed
Latest post by bcordis on Friday, 27 September 2019 17:17 CDT Created on Tuesday, 27 August 2019 18:40 CDT by bcordis

 #31570: Reply By Email - SSL problem

Closed
Latest post by neticapl on Thursday, 22 August 2019 17:17 CDT Created on Tuesday, 23 July 2019 11:32 CDT by neticapl

 #31301: Attachment: file with .JPG (uppercase file extension) cannot be uploaded

Closed
Latest post by rvbgnu on Sunday, 30 June 2019 17:17 CDT Created on Monday, 29 April 2019 15:19 CDT by rvbgnu

 #31409: Time used by users

Closed
Latest post by SolucionesVigo on Thursday, 06 June 2019 17:48 CDT Created on Friday, 31 May 2019 18:28 CDT by SolucionesVigo

 #31382: Error in closed ticket in the administration part

Closed
Latest post by SolucionesVigo on Friday, 24 May 2019 16:39 CDT Created on Friday, 24 May 2019 15:23 CDT by SolucionesVigo

 #31077: error installing an extension: mod_atsstats.zip

Closed
Latest post by mdube on Wednesday, 13 March 2019 12:34 CDT Created on Wednesday, 13 March 2019 09:29 CDT by mdube

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Support Information

Working hours: Typically we work Monday to Friday, 9am to 7pm Cyprus timezone (EEST). Support is provided by the same developers writing the software, all of which live in Europe. You can still file tickets, but we cannot respond to them, outside of our working hours.

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